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ITECH7403 Project 1

tag 0 Download 13 Pages / 3,233 Words tag 01-07-2021
  • Course Code: ITECH7403
  • University: Federation University
    icon is not sponsored or endorsed by this college or university

  • Country: Australia


Project brief: Develop a complain management system for customers

Company Background

Two minds technology manages and runs the biggest platform for engineers. It has no1. Website in India for engineers and Apps have over 4 million downloads across the world. The site attracts 7 million unique users, out of which 3.2 million registered users generating over 90 million page views in 30 million sessions every year.


The company sells a lot of books, study material on the website and urgently needs a complaint management system and escalation process. The project is to develop a complain management system for the customers. The project team should also develop an API for this system so that it can be integrated in various Android applications managed by Two Minds.

The Utility should do the following:

  • Fetch profile information of the users.
  • Check history of the users last few activities.
  • Show a complaint registration form and capture details about the complaint area.
  • Capture all the details by the users and automatically send a thank you note and timelines based on the nature of the complaint.
  • Send a gist of the details to the customer care officer through email for a progressive action and closure of complain.
  • Based on the keywords used in the complaint, the system should pull up similar complaint resolution from history to assist staff.
  • Once complaint is resolved, the complaint should show the status as closed else it will remain active within TAT or without TAT.
  • The solution of the complaint must be stored in the system to form a knowledgebase.
  • Escalation process shout auto shoot a mail to all the seniors or designated email id for faster resolution.


The project should be developed using web based technologies.  

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Total 13 pages

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